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Part 2 Customer experience in action
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Part 2 Customer experience in action
by Alan Pennington
The Customer Experience Book
Cover
Title page
Contents
About the author
Acknowledgements
Publisher’s acknowledgements
Introduction
Part 1 Customer experience in business
1 Does your customer experience happen by design or by accident?
2 Connecting with your customer to create a customer intelligent company
3 Emotions or how you feel and the customer experience
Part 2 Customer experience in action
4 Where are you? What do you want to deliver?
5 How to plan the delivery of an improved customer experience
6 How to use customer journey mapping
7 How to design new and improved experiences
8 How to use measures to drive and deliver your experience
9 How small data can make the difference
10 How to build trust through experience
11 How to equip and support teams for success
What did you think of this book?
Index
Endorsements
Imprint
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3 Emotions or how you feel and the customer experience
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4 Where are you? What do you want to deliver?
Part 2
Customer experience in action
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